Client Experience Team Lead

Republic Bank•Louisville, KY

9h•Onsite

About The Position

This role is a senior client experience representative responsible for assisting other representatives with knowledge development by answering support and escalation questions, call monitoring, floor walking (when agents in office), and providing on-the-spot training. This position will assist Supervisors with coaching and call monitoring when knowledge retention opportunities arise. Duties of this position include serving as the subject matter expert for systems, processes, and procedures while providing feedback and recommendations for policy and procedure updates as needed for the contact center.

Requirements

Minimum of 2 years prior Contact Center experience required.
Demonstrates proficient knowledge and experience as it relates to Banking Regulations.
Possesses advanced knowledge of the Contact Center policies, procedures, and bank products and services.
Proven performance in meeting or exceeding KPIs.
Strong written and verbal communication skills.
Must be able to work flexible schedule.
Fluent in English (speak, read, write, comprehend, communicate) required.

Nice To Haves

Six (6) months Level III Contact Center experience preferred.
Fluent in Spanish (speak, read, write, comprehend, communicate) preferred.

Responsibilities

Provide Inbound / Outbound call support focused on meeting client needs as scheduled and / or required.
Provide support of escalated calls, questions, and inquiries for all representatives.
Assist in the resolution of client complaints, escalated requests, and survey callbacks with empathy, authority, and precision.
Perform thorough and accurate research to resolve internal and external support inquiries.
Promote client satisfaction by resolving customer inquiries in required time guidelines.
Meet all individual and department service standards and goals.
Work closely with Leadership in identifying and reporting performance gaps and training needs.
Provide support to the team to ensure individual and department goals are met.
Provide motivational support to team members to maintain high morale and productivity.
Deliver coaching as needed to the team for performance at the highest level.
Monitor call volume and implement high call phone queue plan as needed.
Manage day-to-day activities, prioritize, and make risk/impact assessments within existing processes and procedures toward achieving SLAs.
Work closely with Leadership to identify and deliver positive change and business efficiencies.
Stay current on changes to products, procedures and policy of the bank and the department.
Cross-train on Production Support, Quality Assurance, and Training roles to provide support as needed.
Maintain the highest standards in quality of work with limited errors.
Serve as a role model for professionalism, accountability, and continuous improvement.
Maintain a working knowledge of compliance requirements affecting your position and area of responsibilities and actively learn new regulations and assist in the implementation, if required.
Model and foster behaviors that support the Bank’s values and corporate culture creating an atmosphere of trust, cooperation, accountability, and dedication to the organization.
Willingly perform all other duties and projects as assigned.